Summary

Lab Client Services provide front line customer service support both in person and on the phone for a variety of customer requests.  Lab Client Service Representatives research and resolve or assist in the resolution of incidents while working closely with the Leadership Team to prevent reoccurrence.  Lab Client Service Representatives respond to customer inquiries, physician, and patients relative to orders, results, costs, etc.  They also perform billing and billing audit functions, edits, etc.

 Experience

Possesses good typing skills; word processing and computer experience desirable. Demonstrates excellent phone etiquette, customer service and verbal skills.  A demonstrated ability to be self-directed with excellent organizational, analytical, writing and communication skills are a must.

Education

High School graduate/GED required. Some laboratory experience preferred.

Essential Functions

Responsible for greeting every patient in a courteous, professional, and timely manner every time. Performing Order Entry of laboratory orders as needed. Responsible for answering telephones in a friendly and efficient manner in conjunction with Guthrie’s Telephone Standards.  Screens telephone calls, processes and logs incoming messages (phone, fax, etc.), documents complete messages and transfers calls as appropriate. Performs liaison duties between patients, physicians, hospital staff, laboratorians, etc., keeping the departments fully aware of all necessary information. Adheres to departmental and organizational policies and attends meetings/huddles as required. Requires the ability to prioritize daily tasks simultaneously in a fast-paced, ever changing work environment within a strong team structure. Maintains strict confidentiality related to patient health information in accordance with HIPAA compliance. Participate in all quality initiatives established by the organization.  Assists patients with questions and issues related to laboratory testing. Prints, scans, processes, and distributes laboratory reports to all clients (including but not limited to: physicians, medical records, archival, etc.). Provides protocol information and guides specimen collection. Serves as Laboratory contact person relative to proper requisitioning of laboratory testing orders and functionality of order communication application. Searches for results, investigates problems associated with services breakdown in results reporting. Obtains pricing and coding information to charge for laboratory testing as appropriate. Reconciles billing edits in the EPIC system, as well as adding and removing charges, investigating and addressing billing issues as necessary. Helps regional offices with purchasing supplies, CPT code numbers, test pricing, canceling and/or adding tests. Prepares laboratory travel charges for professional billing. Reviews, verifies and corrects patient demographic and insurance information in the patient’s confidential medical record. Retrieves and disseminates hard copy patient information as requested from files, LIS, photocopy, medical records, storage or computer. Documents all client incidents and identifies trends or recurring problems to provide long term resolution which enhances customer satisfaction. Investigates and resolves patient complaints and billing problems. Orders needed office supplies for the laboratory. Processes and distributes all incoming and outgoing mail. Greets, assists, and directs customers requiring assistance or direction. Observes proper safety practices in performance of job duties. Follows laboratory policy and procedures. Uses good judgment and maintains a professional, mature, positive attitude while performing job duties. Other duties as assigned.

Other Duties

Provides support to the manager and/or lead, providers, billing, clinical staff and most importantly the patients. Responsible to report any areas of concern to Manager or Supervisor and provides support in dealing with complex issues. Stays current and learns new skills as needed to perform all aspects of position. Required to do all yearly mandatory training modules as well as any other training required of the job. Assist in training of all employees as assigned. Sorts workload in order of importance and maintains flexibility to handle emergencies as they arise. Assists with and completes other projects or duties as assigned.